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LiveAgent   

656
Great customer service starts with better help desk software
One Time License
14-day free trial, no credit card required. Subscription plans: Ticket: $9/agent/month Ticket + Chat: $29/agent/month A… Read more about LiveAgentll-inclusive: $39/agent/month Self-hosted licenses: Downloadable: $11,950 - 20 agents included, +$690 for each additional agent. Enterprise: $34,950 - 50+ agents.
Great customer service starts with better help desk software
One Time License
14-day free trial, no credit card required. Subscription plans: Ticket: $9/agent/month Ticket + Chat: $29/agent/month A… Read more about LiveAgentll-inclusive: $39/agent/month Self-hosted licenses: Downloadable: $11,950 - 20 agents included, +$690 for each additional agent. Enterprise: $34,950 - 50+ agents.

InfoFlo   

67
All-in-One CRM Software Solution
One Time License
InfoFlo is a one time cost and includes free upgrades for life! Read more about InfoFlo
All-in-One CRM Software Solution
One Time License
InfoFlo is a one time cost and includes free upgrades for life! Read more about InfoFlo

QwikDial  

7
Predictive Dialing solution for ARM system integration
One Time License
No setup fees, with pricing based on call volume . Read more about QwikDial
Predictive Dialing solution for ARM system integration
One Time License
No setup fees, with pricing based on call volume . Read more about QwikDial

KronoDesk  

3
Powerful help desk & service management software
One Time License
The KronoDesk SaaS edition is priced by number of support agent users, starting at $19.99 / support agent / month, with i… Read more about KronoDeskncreasing discounts for more support agents. Starter: $19.99/user/month 3-user: $23.33/user/month 5-user: $19.99/user/month 10-user: $15.99/user/month 20-user: $9.99/user/month 30-user: $8.66/user/month 50-user: $6.79/user/month 100-user: $5.99/user/month
Powerful help desk & service management software
One Time License
The KronoDesk SaaS edition is priced by number of support agent users, starting at $19.99 / support agent / month, with i… Read more about KronoDeskncreasing discounts for more support agents. Starter: $19.99/user/month 3-user: $23.33/user/month 5-user: $19.99/user/month 10-user: $15.99/user/month 20-user: $9.99/user/month 30-user: $8.66/user/month 50-user: $6.79/user/month 100-user: $5.99/user/month

XCALLY  

56
Omnichannel contact center management
One Time License
Choose from four plans: Plus, Omni-Gold, Dialer-Gold, Ultimate. Choose from monthly, annual or lifetime licenses based o… Read more about XCALLYn the number of concurrent agents. Available also: supervisor licenses and PBX extension licenses. Contact Xenialab for pricing information.
Omnichannel contact center management
One Time License
Choose from four plans: Plus, Omni-Gold, Dialer-Gold, Ultimate. Choose from monthly, annual or lifetime licenses based o… Read more about XCALLYn the number of concurrent agents. Available also: supervisor licenses and PBX extension licenses. Contact Xenialab for pricing information.

3CLogic  

49
Contact Center Solutions for Customer Experience Excellence
One Time License

Ameyo  

18
All-in-one Contact Center Software
One Time License
Contact sales for a custom quote. Read more about Ameyo
All-in-one Contact Center Software
One Time License
Contact sales for a custom quote. Read more about Ameyo

Altitude Software  

1
Unified communications solution
One Time License
Contact Altitude Software for pricing information or a quote. Read more about Altitude Software
Unified communications solution
One Time License
Contact Altitude Software for pricing information or a quote. Read more about Altitude Software
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Call Center Category Leaders Q1 2019

GetApp's quarterly ranking showcases the leading 10-15 Call Center apps based in the cloud. Each app is scored using five factors, worth 20 points each, for a total possible score out of 100. These factors include user reviews, integrations, mobile app availability, functionality, and security. Each app's score is independent of commercial interests and existing relationships that GetApp has with app vendors.

Scroll down for more details about inclusion criteria and scoring.

Score
ReviewsIntegrationsMobileFunctionalitySecurity
74
74
Reviews 14/20
Integrations 18/20
Mobile 18/20
Functionality 12/20
Security 12/20
70
70
Reviews 20/20
Integrations 15/20
Mobile 16/20
Functionality 19/20
Security -/20
65
65
Reviews 15/20
Integrations 7/20
Mobile 8/20
Functionality 17/20
Security 18/20
60
60
Reviews 16/20
Integrations 13/20
Mobile 15/20
Functionality 16/20
Security -/20
59
59
Reviews 14/20
Integrations 8/20
Mobile 6/20
Functionality 17/20
Security 14/20
56
56
Reviews 16/20
Integrations 8/20
Mobile 16/20
Functionality 16/20
Security -/20
54
54
Reviews 17/20
Integrations 12/20
Mobile 7/20
Functionality 18/20
Security -/20
53
53
Reviews 17/20
Integrations 3/20
Mobile 16/20
Functionality 17/20
Security -/20
50
50
Reviews 16/20
Integrations 7/20
Mobile 0/20
Functionality 14/20
Security 13/20
50
50
Reviews 13/20
Integrations 7/20
Mobile 14/20
Functionality 16/20
Security -/20
42
42
Reviews 10/20
Integrations 5/20
Mobile 0/20
Functionality 12/20
Security 15/20
42
42
Reviews 15/20
Integrations 3/20
Mobile 6/20
Functionality 18/20
Security -/20
41
41
Reviews 17/20
Integrations 7/20
Mobile 0/20
Functionality 17/20
Security -/20
41
41
Reviews 15/20
Integrations 11/20
Mobile 0/20
Functionality 15/20
Security -/20
40
40
Reviews 13/20
Integrations 12/20
Mobile 0/20
Functionality 15/20
Security -/20

Who is the ranking for?

GetApp's Category Leader ranking is for business owners and decision makers looking for a comprehensive list of the leading cloud-based software products in the industry.

The ranking serves as a point of reference highlighting key factors that small businesses should look at when assessing a piece of software. These factors include user perception (reviews), compatibility (integrations and mobile compatibility), market presence (media presence), and security features (security).

How are the scores calculated?

An app's score is calculated using five unique data points, each scored out of 20, giving a total score out of 100. The ranking and scoring methodology ensure complete impartiality and independence from any relationships that GetApp has with app vendors.

User Reviews *

Review scores are calculated using reviews collected from GetApp and its sister sites, Software Advice and Capterra. Scores are calculated based on the total number, average rating, and recency of reviews.

The number of reviews and average user rating are scaled against the category average. A weighting is then applied to reward recency of user reviews: reviews written in the last 6 months score up to 10 points, those written between 6 and 12 months ago score up to 6 points, and those more than 12 months old score up to 4 points. These numbers are added together to give a total maximum score of 20.

Integrations

Integration scores factor in a number of variables. Up to 16 points are awarded based on the number of integrations an app has; the first 10 points are awarded based on the number of integrations relative to the category average, while 4 points are awarded based on the number of integrations relative to the leaders in the category. An additional 5 points is awarded for an integration with Zapier, a widely used software integration platform, while an extra point is given for having an open API. The total possible score for integrations is 20 points.

Mobile Platforms *

Mobile scores are calculated based on the availability of an iOS and Android app. 5 points are awarded for the presence of each app, with an additional 10 points being awarded for the number and average rating of reviews in both the App Store and Google Play. These review scores are calculated and scaled against the competition for a maximum of 5 points per platform and an overall maximum score of 20.

If there isn't a native iOS or Android app, the product's website is assessed using Google's PageSpeed Insights to measure mobile usability. The score is returned out of 100, then scaled to a score out of 5 for a maximum of 5 points.

Media Presence

Media presence is calculated using the number of Twitter followers and Facebook fans that an app has. The number of fans and followers are added together, and each app is scored based on this overall number, compared with others in the category. The first 15 points are awarded for the combined number of followers and fans scaled against the category average, while the final 5 points are awarded for the combined number of followers and fans scaled against the top leaders in the category. These two scores are added together for a total out of 20 points.

Security

Security scoring is calculated using answers from a vendor-completed survey. The questions in the survey are based on the Cloud Security Alliance self-assessment form as part of the Security, Trust & Assurance Registry. With 15 questions, each answer is assigned a point value based on vendor response, with additional points given for security certifications, for a maximum possible score of 20.

In the event of a tie, each data point is weighted for importance, with security taking precedent, followed by reviews, integrations, mobile apps, and media presence, respectively.

* All data points combining calculations for both ratings and reviews are calculated using a Bayesian estimate, which is a weighted average that includes the number of reviews and the rating of an app, benchmarked against others in the category.